Affordable Efficiencies Reviews (%countItem)
Affordable Efficiencies Rating
Address: 5540 Florist Rd Ste 30, Roanoke, Virginia, United States, 24012-1234
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My husband and I booked a reservation here May 9th, 2019- May 12th, 2019. I am a student at *** and was graduating. Upon booking, a woman named *** gave me the reservation information. I told her I would be bringing my two babies that sleep in pack n plays. She said ok. We get there to check in, the cost was a little more than I was originally told. We continued to go upstairs to our room. I ended up buying a trashcan and paper towels because I couldn't find them assuming that they would be left in the open for use. My daughter is 1.5 years old and suffers from some stomach issues. My son is 6 months old. Both of my children on the average given day, are extremely well behaved. We live above a business and they can vouch for us. Coming to *** was out first trip staying in a hotel away from home with the babies. My daughter was upset when she realized we were not going home that night. She had never slept in a foreign place before. I did my best to soothe her but she did cry a little. (As any baby would.) She woke up once with severe stomach pains. I got her medication, held her, turned the TV on, gave her lots of kisses and held her until the tears stopped and she went back to sleep. The next day my family goes out for my registration at LU. When we come home, *** is at the top of the stairs as I am walking up and says in a nasty tone, "Oh.. You're the one with the babies." I said "Yes I am!" thinking she was going to complement them on being cute or something.. nope.. she continued to give me a nasty look and I asked her "Is there something wrong?" She said "We have had a complaint about your kids being too loud in the night. You need to find a way to quiet them down. We are not a kid friendly hotel and you should have told whoever you made the reservation with that you had kids because they wouldn't have booked you here." I told her that I did tell them. It was her I booked with. I told her they are babies they do not understand me telling them to be quiet. I can only do the best I can do to love them through it and do my best to keep them settled down. She proceeded to tell me that the person next to me that complained has to be up early for graduation at LU (so did I.) and that I needed to find a way to keep my kids quiet so she gets rest. I told her I as well needed to be at the graduation because I was also graduating and I once again said I was doing my best and I could not just turn them off. They don't have a switch. I also told her that if they told me they were not kid friendly, or if it even mentioned it on their website, that I would not have booked this hotel. I get to my door, and I have a letter in my door that says "Dear M/M ***: It has come to our attention that you all have a pet in your suite. We have had multiple complaints about a dog barking during the night. Unfortunately we are not a pet friendly facility. We have no choice except to ask you to vacate the room or for you to make other arrangements for the dog. I am sorry for the inconvenience this may cause you however it is our Company Policy and I can not make an exception to this. If you have any questions you can call *** or *** at . Regards, *** Manager." Attached to this letter was a piece of paper with their company policy on it with one part highlighted. The highlighted part said "*Pets, illegal substances, and firearms are not permitted on the property- no exceptions." I was furious. At first, I assumed they really did think I had a pet in my room. I was on the phone with every hotel near by trying to find other accomodations but I had no luck. Every hotel was fully booked. Then I went down to speak with *** and I told her I did not have a dog in my room. She gave me a funny look like she knew I didn't have a dog because she was talking about my kids. I told her that if she didn't believe me then to check the cameras. I do not own a dog, so why on earth would I have one in my room? I was getting no where with ***. She continued to be nasty so I asked for the managers name. She proceeded to tell me that her, ***, and ***, the only hotel workers, are all the managers. I then asked for corporates number because I knew there were multiple locations. She claimed that they did not have a corporate and that the location was privately owned, and separate from the rest of the locations. I later found out that was a lie when I finally got ahold of corporate. *** the manager then came to my room and apologized and said she KNEW that we did not have a dog and made a bogus excuse that they had complaints that people "thought" they saw us with a dog. No. You don't just think you see someone with an imaginary dog. The room next to us had a service dog and I told her that. She said they knew that. And I told her that dog did not bark at all through the night, but they already knew that. *** told us we didn't have to go. I felt so uncomfortable that I couldn't come back to the hotel the hours the workers were there. Later on a friend was able to give me corporates number. On our drive home (Sunday the 12th) I called and left a message. I received a call back but missed it Monday morning. I called back Monday leaving a message, Tuesday leaving a message, Wednesday leaving a message and Thursday leaving a message. By this time I knew corporate was ignoring me. How professional. I finally got ahold of *** in corporate on Thursday after I called for a 2nd time. I tried talking to *** about this only for her to tell me she and apparently the owner (no one knows for sure if he is really in the loop) already know about this situation and they have nothing to say. How do they already know if they haven't heard my side? She stuck up for the employees lying to me about them being the highest they could get. She confirmed the owners name is Lance which I found out after doing research of my own. The "managers" told me when I asked for the owners information that he doesn't want to talk to me and they wont give me his name or number. *** confirmed it was Lance. Then she continued to tell me she had 3-5 complaints that I had a dog which is a lie. I think either she's lying for them, or the workers created fake complaints. I actually talked to other guests near my room for them to tell me that they have heard nothing from my room. My kids were a little overwhelmed only the first night we were there. That was IT. I told *** to view the security cameras if she really didn't believe me and her excuse was she doesn't have access to them. Only the owner does and only that location does. She offered absolutely no help and treated me just as bad as the "managers" did. I truly hope the owner sees this and reaches out because I did NOT feel safe at this hotel. I told *** that I disputed the transaction with my bank. I told her that it was wrong for her employees to leave me a letter calling my children dogs and all she said to that was "Ok I'll address that with them." That was it. No reassurance. No apology. No acknowledging it was wrong. I will be seeking a lawsuit if this matter continues to go unresolved. I have all the proof I need. This is WRONG. Do NOT stay at this hotel!! Come to find out I am NOT the only one who has gone through something like this. WRONG. You have to list publicly that you are an adult only hotel. You can NOT discriminate whenever you decide.
We have spoken with this guest multiple times and explained to her that we only allow 1-2 adults at our facility (she had 4 total people) and that we received multiple noise complaints over the weekend about her room. When she called the corporate office complaining about her "unfair treatment", she even acknowledged that her child cried most of the night. She was also seen with a dog coming out of her room, which we also do not allow. She later told the corporate office that it was her mom visiting with her dog and that it was not hers. Normally a guest is asked to leave after one night if they can not follow the guest rules, which she was provided a copy of. Which clearly states no pets and 1-2 adults per room. However, we allowed her to stay because it was graduation weekend. If she felt so "unsafe" and upset by guest complaints against her family; I question why she stayed all 3 nights. The corporate office manager *** has spoken with her at least 3 times, *** and *** who work at the *** property have also spoken with her. We will not be issuing her a refund of her 3 nights because she received lodging for those 3 nights for her family and upon checking out, we had to make the room "pet free" again due to her violating our guest rules. These rules are also stated on our website.
I have reviewed the response offer made by the business in reference to complaint ID, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
A dog did NOT, I repeat did NOT enter my room. My mothers owns a dog and she stayed at a hotel 10 minuets up the road. My mother knew dogs were not allowed at the hotel and did NOT bring him into the room. My mother dropped off a hair tool for me to use to get ready for graduation and the dog was in the car barking. *** even went to go pet him and commented on how cute he was. She also told my mom he was allowed to walk around but not in the room. They have security cameras and I did encourage them to view the cameras. *** and *** admitted that the dog never entered the room. I will be suing this company for lying and false allegations. I also made the reservation with *** over the phone and encouraged them to listen to the recorded call because I stated it would be two adults and my two babies who sleep in pack n plays and she said ok. My daughter was upset one night, I spoke with multiple guests. There were not multiple complaints, there was one complaint. Your company is lying, and I will be suing your company and having them subpoena your video recordings of my room. Your employees called my children dogs and you are lying to cover your staff. I have all the proof I need to prove that your company is lying. The only reason I stayed was because every hotel in the area was booked full due to the graduation. Great job lying. You did not have to "pet free" the room. The room next to me that complained had a dog in their room, *** told me that. She also told me that dog was a service. dog.
Regards,
***-
I was asked to leave because I have a 6 month old baby but was told I can stay if he doesn't stay. In other words, if I can find a baby sitter to keep him. Mind you, I'm traveling for work. I will be here for 6 weeks. I cannot just "drop my baby off somewhere." Thus, I'll have to take time off of work to travel to my mother-in-law's house in ***. I am a superintendent currently building a solar plant in ***. This is very unfortunate, since I truly am happy with this place. I asked the manager if I could pay extra to keep him or even purchase another room if it were an occupancy issue but she declined to allow me to do anything except depart the premises if I was going to have a child there. NOWHERE IN THEIR POLICY DOES IT STATE CHILDREN ARE NOT ALLOWED!!! IN FACT, on their website it has an option to add up to one child in your party!!! This is false advertisement and very frowned upon by parents which is probably 80% of society.
Good morning,Below is our response to the referenced Complaint # ***.The reservation was made for 2 adults. No mention was made of an additional infant. Had we known that, we would have explained our policy before taking the reservation. It was discovered that there was an infant staying in the room when a person in the adjacent room heard someone crying loudly. To avoid disturbing neighboring guests, it was decided not to continue their stay at the end of the week for which they had paid and they were informed of that decision. They then informed us that they would make arrangements for the infant to stay with a family member so that they could continue their stay with us and we agreed to that.In general, our policy for occupancy is 1 to 2 adults per room, basing that on living space, number of beds in the room (all rooms have only 1 bed with some rooms having an additional sleeper sofa), and maintaining a reasonable noise level. We may consider 1 adult and 1 child but no more than 2 people per room. Our website reservation system does allow for a reservation to be made to include 1 child but again the room limit would be 2 people (1 adult and 1 child). The reservation system will only accept reservations for a total of up to 2 people, either 1 or 2 adults, or 1 adult and 1 child. Unfortunately for some, our suites are not well suited for families.